The player from Sweden lost all of his money because it had been available to play with while he was in the process of being cashed out, and there had been no confirmation required to continue playing. The Complaints Team extended the response time to allow for further clarification but ultimately had to reject the complaint due to the player's lack of response. The absence of additional safeguards on the casino's platform was noted, indicating that this practice did not violate any terms or regulations.
NV Casino - Player’s funds were easily accessible during cash-out.
Closed
Our verdict
Player stopped responding
Amount: 30,000 kr
NV Casino
Safety Index:HighCase summary
Discussion
Public
Public
11 months ago
Translation
Because the money was still available to play with, even though it was in the process of being "cashed out," I lost all of my money. This was only because it was so easily accessible to access and play with. No confirmation was required to continue playing with it even though it was in the process of being paid out.
Automatic translation:
Public
Public
11 months ago
Dear SeSir,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I’d like to clarify a few details to better understand your situation.
- Could you confirm whether your entire balance was lost through gameplay, leaving no remaining funds in your account?
- Additionally, have you successfully withdrawn funds from this casino before?
I completely understand your frustration regarding how the balance was displayed and the ease of access to the funds while the withdrawal was still pending. While some casinos may implement additional safeguards—such as automatically locking pending withdrawals—this is not a standard requirement across all platforms. Unfortunately, the absence of such a feature does not constitute a violation of the casino’s terms and conditions or regulatory obligations.
Best regards
Veronika
